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Business Profile

Heating and Air Conditioning

Masterworks Mechanical Inc
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:02/06/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Paid $150 deposit on Oct. 30, 2024 to schedule service on water softener not working. I explained the ***** power head needed to be cleaned. The brine draw and fill were not working. On Nov. 7, 2024, plumber showed up. He was here an hour. He did not check or clean the ***** head. He claimed the nut on a brine tube was loose & tightened it. He manually started a regeneration cycle after adding my brine tank cleaner. I did not check to see if brine tank was overfilled till a week or so later & found it overfilled just like it was before, the reason I requested service to begin with. I was told they would mail a quote for price of a kit needed. That they would not open head to clean without it which I was not told when I requested service. I never received the quote. I followed troubleshooting guides for cleaning the brine overfill/draw problem which solved the problem without opening the head. The nut claimed he tightened was actually loose and squealed. I tightened it. I received an invoice for $240 with the $150 deposit deducted leaving a balance of $90. Their hourly rate is $120 which I agreed on paying. He was here for only 1 hour. I overpaid $30. I called 1/17/25 when I received another statement with added finance charges. I spoke to ****, "A.R. bookkeeper", explained I should get a $30 refund, was told travel time is an additional charge which I was not told when asked what my costs would be for service. I looked up directions and it is a 10 minute drive, 4.7 miles. I request a full $150 refund since my request to clean according to troubleshooting guide in manual was not done and service call should not have been done if they would not clean head without kit. He never once looked at the troubleshooting guide in my manual. I also confirmed that they service my softener brand & model BEFORE making appointment. Note: I read the troubleshooting for the problem I had in my manual, however, was afraid I would mess something up.

    Business Response

    Date: 02/06/2025

    As per the owner on 1/17 this customer was to be refunded her deposit of $150.00 and the balance on her account would be written off - On Monday 2/3  a check was cut for her $150.00 (check#*****) deposit and the balance was written off. We will not respond to this customer and wish  to have no communication with her due to our past communication please advise her this was resolved by us on 2/3 and she needs to be watching her mail for her refund. 

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